Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2877

Government Authority located in Washington, DC; USA based organization looking for expert vendor for direct contact center service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

Vendor needs to provide inbound and outbound direct contact center service.
- receive and respond to inquiries from 7:30 a.m. to 4:30 p.m. Eastern Time, Monday-Friday excluding Federal holidays and District government holidays
- answer all calls in the queues that arrive prior to 4:30 PM EST
- to extend operational hours beyond 4:30 PM and to weekends
- provide high-quality customer service, focusing on the accuracy of information provided, the completeness of information, overall knowledge of programs and services, adherence to privacy laws, and overall professional customer service
- provide services for all contact channels in English
- manage large amounts of inbound calls and to follow up through electronic tickets and ticket tracking in a timely manner
- ability to follow call “scripts” when communicating with customers
- ability to identify customers’ needs, clarify information, research customer questions and issues and provide resolution
- provide contact channel services and properly record and track consumer interactions. Contact channels shall include phone, email, social media, web, and webchat
- make outbound calls to support customer service needs
- Any situation that may adversely affect the ability of the Contractor to handle calls as required in this contract.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite and Onsite.

Expiry Date : Saturday, 16 December, 2023

Category : Call Center and Answering

Country : USA

State : District of Columbia

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